Broadband: How to get the best broadband deal Step-by-step - how to switch broadband service

Switching broadband is easy, so say eight in ten people in the latest Which? broadband survey. So if you're fed up with your current broadband provider or think you're paying too much, our three-step guide can help you through the broadband switch.

Most people find switching broadband easy

Step 1 - check you're free to change provider

Before starting any broadband switching process, talk to your current provider. If you switch internet supplier before the end of any minimum contract term you may have to pay a hefty broadband cancellation fee. 

Step 2 - choose a new broadband deal

Work out what you need from a broadband service using our top tips to find the best broadband provider and the Which? broadband usage calculator.

Plug your criteria into the Which? broadband comparison tool to find which broadband deals match your requirements. Don't forget to factor quality of service into the equation - you'll really feel the effects of poor customer service if anything ever goes wrong with your broadband. 

You can find out which broadband providers scored highly for customer service in the latest Which? broadband survey.

Step 3 - make the broadband switch

Switching between ADSL broadband ISPs

If you are switching to and from ADSL broadband (broadband via a standard BT phone line), you'll need to switch provider using the MAC process. 

MAC stands for Migration Authorisation Code - a unique code that identifies a particular broadband line.

• Ask your existing broadband provider for your broadband MAC. You only need to request your MAC, not ask for your broadband service to be cancelled; some broadband providers will see requesting your MAC as a sign you want to cancel the service, which isn't great if you change your mind. 
• Don't specifically ask for your broadband service to be stopped. Some providers charge a fee for simply disconnecting your broadband service rather than switching to a new broadband supplier.
• Under broadband switching regulation, your broadband provider must provide a MAC on request and should send you it within five working days. Your broadband MAC is valid for 30 days from the date it's issued.
• Give your MAC to the broadband internet provider you want to switch to. It should process your request and give you a transfer date. The act of giving your MAC to your new provider will automatically cancel your old broadband account.

Switching to or from cable broadband

Cable broadband provider Virgin Media doesn't use the MAC broadband switching process. 

If you are switching your broadband service to or from Virgin Media, simply:

• Tell your existing provider you want to cancel.
• Sign up to your new broadband service. 

You may need to have a new phone line installed. Virgin Media charges from £40 for a standard line installation. A new, standalone BT phone line will cost a bit more than £100. BT and the Post Office both offer a BT phone line installation service. 

Some phone and broadband bundle providers will install a new line for less if you sign up to a bundled phone and broadband contract with them.  

When you sign up to your new broadband deal, check how long it will take to connect you so you can minimise the time you're without broadband. If you want to avoid the risk of temporary loss of broadband service, you can have an ADSL broadband service (via a BT line) and a cable broadband service operating at the same time, though this will obviously double your broadband costs.

Switching your phone and broadband services simultaneously

If you're switching to or from a provider that offers phone and broadband services bundled together, you may not be able to use the MAC broadband switching process for technical reasons. This usually applies to providers that offer local loop unbundled (LLU) broadband.

This is a type of ADSL broadband where ISPs install their own broadband equipment in BT telephone exchanges. Though the broadband ISPs still use BT wires, adding their own broadband equipment enables them to offer faster/cheaper home broadband. 

The process for switching between LLU broadband providers can cause problems. Customers who have a full LLU deal (on both phone and broadband) can find, when they want to switch, that there are few providers willing to accept them. You may be told that because your phone line is LLU, that it no longer counts as a BT line so it's not possible to switch easily and you may be told you must pay a fee for a new BT line.

However, under Ofcom's switching rules, phone and broadband bundle providers are still required to make the switch as easy for you as possible.

You can find detailed advice on the various broadband and phone switching processes on Ofcom's website. Each process aims for the minimum possible disruption, though there is a chance you may experience some loss of service.  

How to switch from dial-up internet to broadband

If you don't use the internet much and internet download speed isn't a priority, a pay-as-you-go dial-up internet service might work out cheaper than broadband. If you don't need to surf during peak hours, some ISPs offer good-value off-peak dial-up internet packages.

But if you're frustrated with the snail's pace of dial-up internet, now is the time to investigate the world of broadband.

• Choose a new broadband provider using the full range of advice in the Which? broadband review

As well as what ISPs claim to offer, the Which? broadband review shows you how Which? members rated each ISP's service for things like broadband connection reliability, value for money and overall satisfaction.

• Check how long it will take to set up your new broadband internet service

You'll probably have to wait several days. Also check what new equipment you'll need to buy. Some providers give you a free broadband modem or router and microfilter for your phone. Alternatively, you can buy these from computer retailers.

• Cancel your dial-up internet subscription

Try to time your cancellation so you won't be left without internet access for long. If you're midway through a long contract you may need to pay a fee to leave early. If you use a pay-as-you-go dial-up internet service, you don't need to cancel. You may even want to keep your pay-as-you-go dial-up service as this can be a handy backup if there's a problem with your broadband connection.

• Ask your chosen broadband provider to activate broadband and install the broadband equipment 

Unless you're moving to a cable broadband service (with Virgin Media) for the first time, you'll probably need to install broadband yourself. Most people find it straightforward but, if you have problems, call your broadband provider's technical helpline.

Bundling your broadband with a phone or TV service can save hundreds of pounds a year. For more on choosing a joint phone and broadband deal, see the Which? guide to phone, internet and TV packages.

For more on broadband and the internet, also see our book Internet Made Easy for the Over 50s.